Had an issue with

Thrifty

? Get a real response.

Hit with a surprise charge, a disputed damage claim, or a bond that hasn't come back? Here's exactly how to lodge Thrifty complaints in Australia, fastest method first. Have your rental agreement number, pickup/return location and dates ready before you start — it speeds everything up.

Call Customer Service (fastest for billing and past rentals)

• Past rentals, charges, invoices: 1300 110 196
• Reservations line: 1300 367 227 or 136 139
• Hours: Monday–Friday 7:00am–10:00pm AEST; Saturday–Sunday 8:00am–7:00pm AEST
• This is the quickest Thrifty customer service contact for charge and invoice disputes.

Email for a written paper trail

• General customer service: customerservicesau@thrifty.com
• Blue Chip members: bluechipau@thrifty.com
• Include your rental agreement number, dates, the branch, a clear description of the issue, and any photos or receipts.

Use the online damage/incident form

• Submit damage or accident disputes via the Thrifty Vehicle Incidents Contact Form.
• Damage Claims / Claims Management: 1800 550 028.

Use the website support pages

• The Thrifty Contact Us page lists every phone line and channel in one place.
• The Thrifty Help & Support page has FAQs plus links to manage bookings and lodge queries.

Write to the complaints team by post

• For formal or escalated complaints: Kingmill Pty Limited T/A Thrifty, Level 13, 151 Clarence Street, Sydney NSW 2000.

Reach out on social media

• Facebook: ThriftyAustralia · Instagram: @thriftyaustralia · X/Twitter: @thrifty_au — useful for visibility and faster acknowledgement.

Thrifty doesn't publish a detailed, time-bound complaints charter. As a member of the AFIA Rental Group, it operates under the Australian Car Rental Code of Practice, which sets the handling standards below. Companies make this hard on purpose — knowing the process helps you push back.

• Acknowledgement: Complaints lodged by phone or email are logged by the Customer Service team and assigned to a representative for review.
• Investigation: Billing and charge disputes are reviewed against your signed rental agreement and branch records. Damage disputes go to the Claims Management team (1800 550 028), who review incident reports, pre/post-rental condition records, and any photos you supplied.
• Internal dispute resolution (IDR): Under the Car Rental Code, Thrifty must run an internal dispute resolution process and give you a written outcome before the matter can be escalated externally.
• Timelines: Thrifty does not publish a guaranteed response timeframe. Request a clear timeframe in writing and keep every reference number. The external conciliation service aims to review exhausted complaints within 30 days.
• Who assists: Front-line Customer Service handles billing and booking issues; the Claims Management team handles damage and incident disputes; Blue Chip members have a dedicated line.

Insist on a written outcome by email before you accept a complaint as "closed" — you need proof the internal process is exhausted before escalating to the conciliation service or a regulator.

Based on Thrifty reviews on ProductReview.com.au (around 1.7 out of 5 from roughly 894 reviews, about 86% negative), Thrifty on Trustpilot, and Australian consumer forums, these are the recurring Thrifty car rental complaints in Australia.

Unexpected and undisclosed charges

• Airport surcharges reported as high as around 24%, plus location fees and percentage-based markups.
• Toll administration fees — e.g. a $35 + GST admin fee on tolls worth only a few dollars.
• These Thrifty unexpected charges often appear only at pickup or on the final invoice.

Large bond and security deposit holds

• Holds of $500–$1,000 reported, sometimes higher than the amount stated in the rental agreement.
• Holds higher than some competitors charge for comparable vehicles.

Slow bond refunds

• Customers waiting well beyond the quoted 3–10 working days for deposit release.
• A frequent trigger for a Thrifty bond refund or deposit complaint.

Disputed damage charges

• Bills of hundreds or thousands of dollars for alleged damage.
• In some cases, charges for damage the customer says existed at pickup — the core of a Thrifty damage charge dispute.

Insurance and extras added at the counter

• Charged for more expensive insurance or premium roadside assistance the customer says they didn't agree to.

Customer service difficulties

• Long wait times, difficulty reaching staff, and inconsistent information.

Pricing not matching the quote

• Final invoice substantially higher than the advertised or booked price.